Frequently Asked Questions (FAQ)
1. Overview
2. Order
3. Shipping and Delivery
4. Payment
5. Warranty and repair
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Overview FAQ
1. How do I place an order?
To place an order, simply browse our products, add the desired items to your cart, and proceed to checkout. You will need to provide your shipping and billing information, and choose your preferred payment method to complete the purchase.
2. What payment methods do you accept?
We accept a variety of payment methods including Visa, MasterCard, American Express, PayPal, and bank transfers. All transactions are secure and encrypted for your safety.
3. How is shipping handled?
All orders are shipped from our warehouse in Germany. We offer standard shipping and DHL Express options, depending on the type of goods and the total order value. Shipping costs, customs, and taxes are included in the price you pay at checkout, so there are no additional fees upon delivery.
4. What is your warranty policy?
We offer a standard warranty on all products sold through our store. The duration and terms of the warranty vary depending on the specific product. Please refer to the product page or your order confirmation for warranty details. If you experience any issues with your purchase, please contact our customer support team.
5. Can I return or exchange an item?
Yes, we accept returns and exchanges within 30 days of delivery, provided the item is in its original condition and packaging. To initiate a return or exchange, please contact our customer service team for instructions. Shipping costs for returns may apply unless the product is defective.
6. What should I do if I receive a damaged or defective item?
First of all, do not accept the package if it looks damaged! Refuse to accept the package from the parcel delivery person. If your item arrives damaged or defective, please contact our customer support team immediately with your order number and details of the issue. We will arrange for a replacement or refund as quickly as possible.
7. Do you offer repairs for products?
Yes, we offer repair services for products purchased from our store. If your product is within the warranty period, repairs are typically covered. For out-of-warranty repairs, we provide a detailed quote before proceeding. Contact our customer service team to arrange a repair.
8. How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this number to track your order through our website or the carrier’s website.
9. How can I contact customer service?
For any inquiries, you can reach our customer service team via email at support@mdihq.com. We strive to respond to all inquiries within 24 hours.
10. Do you offer discounts for bulk purchases?
Yes, we offer discounts for bulk purchases. Please contact our sales team with details about your order for a customized quote.
11. Can I change or cancel my order after it's been placed?
If you need to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request, but please note that once an order has been processed and shipped, changes or cancellations may not be possible.
For more information, please visit our Terms and Conditions and Privacy Policy pages. Thank you for shopping with MDI HQ!
Order FAQ
1. How do I select products on mdihq.com?
To select a product, simply browse through our categories or use the search bar to find what you're looking for. Click on a product to view detailed information, specifications, and customer reviews. Once you've found the item you want, select the desired quantity and any available options (such as size or color), then click "Add to Cart."
2. How do I view and manage my shopping cart?
To view your shopping cart, click on the cart icon at the top right corner of the page. Here, you can see all the items you have selected, update quantities, or remove products. To proceed with your purchase, click "Checkout."
3. What is the difference between billing and delivery addresses?
The billing address is the address associated with your payment method, typically your home or business address. The delivery address is where you want your order to be shipped. You can enter a different delivery address if you want your order to be sent to a location other than your billing address.
4. Can I save my address information for future orders?
Yes, you can create an account and save your billing and delivery address information for a faster checkout experience in the future. During checkout, simply select "Save my information for future purchases" or update your account details under "My Account."
5. What shipping options are available?
We offer a variety of shipping options to suit your needs. Depending on your location and the items you're purchasing, you can choose from standard post or DHL Express. Shipping costs and estimated delivery times will be displayed at checkout based on your selected shipping method and destination.
6. How are shipping costs calculated?
Shipping costs are calculated based on the weight, size, and destination of your order. The total shipping fee will be displayed during checkout before you complete your purchase.
7. How do I enter a discount code or promotional offer?
If you have a discount code or promotional offer, you can enter it during the checkout process. Simply enter the code in the "Discount Code" field and click "Apply" to see the discount reflected in your order total.
8. What payment methods do you accept?
We accept a range of payment methods, including Visa, MasterCard, American Express, PayPal, and bank transfers. All payment transactions are processed securely.
9. How can I review my order before finalizing the purchase?
Before completing your purchase, you will have the opportunity to review all order details, including the items in your cart, selected shipping method, delivery address, and total cost. Make sure all information is correct before clicking "Place Order."
10. Will I receive a confirmation of my order?
Yes, once your order is placed, you will receive an order confirmation email with a summary of your purchase, including the order number, billing and shipping details, and a list of the items ordered.
11. Can I make changes to my order after it has been placed?
If you need to make changes to your order, such as updating the delivery address or modifying the items, please contact our customer service team as soon as possible. We will do our best to accommodate your request if the order has not yet been processed or shipped.
12. How can I track my order?
After your order has been shipped, you will receive a shipment confirmation email with a tracking number. You can use this number to track the status of your order on our website or the carrier’s tracking page.
13. What should I do if I encounter issues during checkout?
If you experience any issues during the checkout process, please contact our customer service team for assistance. We are here to help ensure a smooth and secure shopping experience.
For further assistance or inquiries, feel free to contact us at support@mdihq.com. Happy shopping!
Shipping and Delivery FAQ
1. What shipping options are available?
At MDI HQ, we offer several shipping options to accommodate your needs. You can choose between standard shipping and express shipping with DHL. The available options and their costs will be displayed during checkout based on your order's destination and the type of products purchased.
2. How long will it take to receive my order?
Shipping times vary depending on your location and the shipping method selected:
- Standard Shipping: Typically takes 7-14 business days for international orders.
- DHL Express Shipping: Generally takes 3-7 business days for faster delivery.
Please note that these times are estimates and can vary due to customs processing and other factors.
3. How can I track my order?
Once your order has been shipped, you will receive a shipment confirmation email containing a tracking number. You can use this number to track your order on our website or directly on the carrier’s tracking page. For standard shipping, the carrier is usually the local postal service, while express shipments are handled by DHL.
4. Will I receive confirmation of my order and shipping details?
Yes, after placing your order, you will receive an order confirmation email summarizing your purchase details, including the shipping method and delivery address. Once your order has been dispatched, a shipment confirmation email with tracking information will follow.
5. How will I know when my package is out for delivery?
For orders shipped with DHL Express, you will receive an email notification from DHL once your package is out for delivery. For standard shipping, the local postal service may provide delivery updates, depending on the country. You can also track your package’s progress using the tracking number provided in your shipment confirmation email.
6. What if I'm not home when my package is delivered?
If you're not available to receive your package, the delivery service may leave a notification card with instructions on how to arrange for redelivery or pick-up from a local depot. For DHL Express shipments, you may have the option to reschedule delivery or provide additional instructions via their online portal.
7. Can I change my delivery address after placing an order?
If you need to change the delivery address, please contact our customer service team as soon as possible. We will do our best to update the address if the order has not yet been shipped. Once the package is in transit, changes may not be possible.
8. What should I do if I haven't received my order within the estimated time frame?
If your order has not arrived within the estimated delivery time, please first check the tracking information provided in your shipment confirmation email. If there are no updates or if the tracking shows an issue, contact our customer service team for assistance. We will help you locate your package and resolve any delivery issues.
9. Are there any additional fees or taxes for international shipping?
All our prices include customs duties and taxes, so you will not incur any additional fees upon delivery. The total amount you see at checkout is what you will pay.
10. What should I do if my package is lost or damaged?
If your package appears to be lost or has arrived damaged, please contact our customer service team immediately. Provide your order number and details of the issue, and we will work with the carrier to investigate the situation and find a resolution, which may include a replacement or refund.
For any further questions or concerns about shipping and delivery, feel free to contact us at support@mdihq.com. We are here to ensure your shopping experience is smooth and satisfactory!
Payment FAQ
1. What payment methods do you accept?
At MDI HQ, we accept a variety of secure payment methods to make your shopping experience convenient. You can pay using:
- Visa
- MasterCard
- American Express
- PayPal
- Bank transfers
2. Is my payment information secure?
Yes, your payment information is securely processed. We use industry-standard encryption and secure sockets layer (SSL) technology to protect your personal and payment details. Our payment processing partners are compliant with PCI DSS (Payment Card Industry Data Security Standard) to ensure the highest level of security.
3. Can I pay using a different currency?
All prices on our website are displayed in New Zealand Dollars (NZD). However, you may be able to pay in your local currency, depending on your payment method and financial institution. Please note that your bank may apply additional conversion fees if your payment method's currency differs from NZD.
4. When will I be charged for my order?
Your payment will be processed and charged at the time of checkout. Once your payment is successfully completed, you will receive an order confirmation email with your purchase details.
5. Can I use multiple payment methods for a single purchase?
Currently, we do not support splitting payments across multiple payment methods. Each order must be paid in full using one of the accepted payment methods.
6. What should I do if my payment is declined?
If your payment is declined, please double-check the information you provided, including card number, expiration date, and CVV code. If everything is correct and your payment is still declined, contact your bank or financial institution for assistance. Alternatively, you can try using a different payment method.
7. Do you offer payment plans or financing options?
You have the option of processing the installment payment or financing via our payment service partner PayPal.
8. Can I receive a tax invoice for my purchase?
We are not yet registered for tax purposes in New Zealand and cannot provide you with an invoice showing the tax. We pay the import sales tax when we ship, but unfortunately we are not allowed to invoice you for it. You will receive an invoice with all the important information, but without GST. The invoice serves as a guarantee and proof. You can record it as an expense in your tax return.
9. How do refunds work if I return an item?
If you are eligible for a refund, the amount will be credited back to the original payment method used for the purchase. Refunds typically take 5-10 business days to process, depending on your bank or payment provider.
10. Are there any additional fees for international transactions?
While we do not charge any additional fees for international transactions, your bank or payment provider may apply a foreign transaction fee or currency conversion charge. Please check with your bank for details on any additional costs that may apply.
11. Can I cancel my order and get a refund?
If you wish to cancel your order, please contact our customer service team as soon as possible. If the order has not yet been processed or shipped, we can cancel it and issue a full refund. If the order has already been shipped, you may need to wait for it to arrive and then initiate a return process.
For further assistance or inquiries regarding payments, please contact us at support@mdihq.com. We are here to help ensure a smooth and secure shopping experience!
Warranty and Repair FAQ
1. What is the warranty policy for products purchased from mdihq.com?
All products purchased from MDI HQ come with a manufacturer's warranty. The warranty period and terms vary depending on the specific product and manufacturer. Warranty details are typically provided on the product page and in the product documentation included with your purchase.
2. How do I know if my product is covered under warranty?
To determine if your product is covered under warranty, please refer to the warranty documentation provided with the product or check the product details on our website. You can also contact our customer service team with your order number and product details for assistance.
3. What does the warranty cover?
Warranties generally cover defects in materials and workmanship under normal use. The specifics of what is covered can vary by product and manufacturer, so please review the warranty documentation that came with your product for detailed information. Typically, the warranty does not cover damage caused by misuse, accidents, unauthorized repairs, or modifications.
4. How do I make a warranty claim?
If you believe your product is defective and is still within the warranty period, please contact our customer service team at support@mdihq.com. Provide your order number, a description of the issue, and any relevant photos or videos. We will guide you through the warranty claim process, which may involve returning the product for inspection or repair.
5. Is there a cost for warranty repairs or replacements?
If the product is found to be defective and covered under warranty, repairs or replacements are typically provided at no cost to you. In the event of a warranty claim, we will also cover all shipping costs from collection to delivery. However, shipping costs for returning the item to us or the manufacturer may apply, depending on the terms of the warranty.
6. What if my product is out of warranty?
If your product is out of warranty, you can still contact us for assistance. We offer repair services for many products, and we can provide a quote for any necessary repairs. Alternatively, we may be able to advise on replacement options.
7. How long does it take to process a warranty claim?
The time to process a warranty claim can vary depending on the product and the nature of the issue. We aim to handle all claims as quickly as possible. Once we receive the returned item, it typically takes 7-14 business days for inspection and processing. We will keep you updated throughout the process.
8. Can I get a refund under warranty?
Warranty claims generally result in repair or replacement of the defective product. Refunds are typically not provided under warranty terms. However, if a replacement is not available and the product cannot be repaired, a refund or store credit may be offered as an alternative.
9. Do I need to register my product to activate the warranty?
Product registration is not typically required to activate your warranty. However, retaining your proof of purchase, such as an order confirmation or receipt, is essential as it serves as proof of the warranty period start date.
10. How can I check the status of my repair or warranty claim?
You can check the status of your repair or warranty claim by contacting our customer service team. Please provide your claim number or order number, and we will give you an update on the progress.
For further assistance or inquiries regarding warranty and repair services, please contact us at support@mdihq.com. We are here to ensure your products function correctly and meet your expectations!